#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success. Timestamps 0:00 - Preview, BS & Intros 8:00 - Simplified market research for quick, inexpensive feedback 11:55 - Improving efficiency & re-onboarding customers 17:45 - Working with customers that "Get It" & those that don't get it 28:05 - CSMs need to do better with what they have 31:54 - The challenge of maintaining a human touch while being efficient 37:42 - Incentivising overstretched CSMs 41:50 - Digital CS is a program, not a segment 45:20 - Reboarding & educating long-time customers ___________________________ 👉 Follow the podcast Youtube: ⁠https://youtu.be/JprAz-o-dWk⁠ Apple Podcast: ⁠https://apple.co/3dfWXmD⁠ Spotify: ⁠https://spoti.fi/3KD3Ehl⁠ 👉 Connect with the guest Julio Franco: ⁠https://www.linkedin.com/in/juliocfranco/⁠ 👉 Connect with hosts Jon Johnson: ⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠ Kristi Faltorusso: ⁠https://www.linkedin.com/in/kristiserrano/⁠ Josh Schachter: ⁠https://www.linkedin.com/in/jschachter/⁠ 👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠https://blog.update.ai/⁠⁠ _____________________________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

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